© Copyright 2012 Avatar HR Solutions Employee Engagement: The Prescription for a Healthy Patient Journey Kevin Sheridan Senior Vice President – HR Optimization

© Copyright 2012 Avatar HR Solutions What is Employee Engagement? Employee Engagement is a strong desire to be part of the value an organization creates. Engaged employees feel a strong emotional and intellectual bond with their organization. Engaged employees exert discretionary effort to provide better outcomes for their organization. 1 2 Engaged employees become co-owners of their own engagement and commit to improve. 3

© Copyright 2012 Avatar HR Solutions Engaged Healthcare Employees

© Copyright 2012 Avatar HR Solutions Limited enthusiasm about job duties, giving patients the bare minimum. Often more concerned with receiving a paycheck than providing quality care. Rarely, if ever, volunteer for extra assignments or take lead roles. Patient Examples: “That’s not really my job, but you could ask another person for help.” “I am so glad my shift is almost over.” Silence… They do not feel a connection with patients & do not go out of their way to converse with them. Ambivalent Healthcare Employees

© Copyright 2012 Avatar HR Solutions Patient Examples: “If something was done wrong, I’m not surprised. The nurses here don’t know what they’re doing.” “I am not doing that because it is not in my job description.” “You are being too demanding. I don’t have all day to deal with your problems.” Negative attitude can lead to short responses and/or rude comments. Problems are ignored because they are not concerned with the organization’s success (Risky!) Actions often cause more harm than good. Disengaged Healthcare Employees

© Copyright 2012 Avatar HR Solutions Levels of Employee Engagement in the Workplace 69 percent of the healthcare workforce is NOT engaged. Source: HR Solutions’ National Employee Engagement Study

© Copyright 2012 Avatar HR Solutions © Copyright 2011 HR Solutions, Inc. Engagement Transformation Model

© Copyright 2012 Avatar HR Solutions Outcome: Retention Engaged employees are six times more likely to stay with the organization than their disengaged counterparts. Less turnover leads to stronger relationships with patients

© Copyright 2012 Avatar HR Solutions Outcome: Discretionary Effort Engaged employees will go above and beyond to help patients. Patients benefit from new and innovative ideas. Employees take ownership of their own engagement and seek out improvements. No engagement imbalance.

© Copyright 2012 Avatar HR Solutions Outcome: Reputation 60 million Americans discussed their medical experiences online in 2009*. Engaged employees lead to satisfied and loyal patients who will recommend the hospital / physician. The Multiplier Effect: On average, one unhappy patient will voice their dissatisfaction to 10 other people, who, in turn, tell at least five other people. Thus, about 60 others eventually learn of the complaint. There is a proven correlation between patient satisfaction and employee engagement How has The Multiplier Effect come into play in other industries? Example: “United Breaks Guitars” YouTube Video – Almost 10 million hits. *

© Copyright 2012 Avatar HR Solutions Proven Example Employees in the top 25 percent on engagement levels scored significantly higher on every business metric measured

© Copyright 2012 Avatar HR Solutions So what should you do to engage your employees and realize these outcomes?

© Copyright 2012 Avatar HR Solutions Key Drivers of Engagement Recognition. Career Development. Direct Supervisor / Manager Leadership Abilities. Strategy and Mission. Job Content. Senior Management’s Relationship with Employees. Open and Effective Communication. Co-worker Satisfaction/Cooperation. Availability of Resources to Perform the Job Effectively. Organizational Culture and Shared / Core Values. Determination of Key Drivers based on survey responses in Avatar HR Solutions’ National Normative Database, representing over 3.3 million participants and 2,400 organizations.

© Copyright 2012 Avatar HR Solutions Best Practices for Increasing Engagement Recognize early and often. Formal / informal and public / private. Coach, motivate, and promote employees. Open relationships. Link employees’ jobs with the strategy and mission. Provide freedom and autonomy. Clearly define employee roles. Ask employees how they can contribute. Open and effective communication. Fun = engagement.

© Copyright 2012 Avatar HR Solutions QUESTIONS/COMMENTS? Follow us on Join the conversation on LinkedIn: Employee Engagement Emporium The Patient Journey Find great information on our blog: newSolutions